Customer performance

The table below details our customer measures and targets to 2020. It reports our performance and demonstrates progress against our Business Principle commitment to provide a great service to our customers.

For further explanation on the measures and targets used and to understand the verification process for our data, please click on the specific measure.

Business Principle Commitment Measure Targets to 2020  2015/2016 Performance
Deliver customer service you can rely on and be easy to do business with Service Incentive Mechanism (SIM)

Upper quartile

Third quartile 

Communicate in a way that is appropriate and easy to understand

Provide a safe, clean and reliable water supply now and in the future

Reliable water service index



Dispose of your wastewater and reduce the risk of sewer flooding

Sewer flooding index


Wastewater network performance index




Deliver services that are essential to protect public health

Water Quality (WQ) service index




Listen to and understand our individual customer's needs and deliver a service that meets them

Delivering our commitments to developers, local authorities and highway authorities



Make sure our customers and their details remain safe

Information Commissioner's Office (ICO) compliance



Provide bills that represent good value for money whilst supporting households who struggle to pay

Customers saying we offer value for money




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